Thursday, April 12, 2012 6:08 PM
Any suggestions on the integration of Dynamics CRM 2011 and System Center Service Manager 2012 ?
I am looking for side-by-side integration like this:
1. A ticket in CRM is entered I want it to be entered in Service Manager.
2. Once a ticket is updated in SM we'd like that reflected in CRM.
3. If ticket is updated in CRM should be reflected in SM.
[Tickets originating in SM moved to CRM is not a requirement.]
Please suggest some guidance around this topic :)
Thursday, April 12, 2012 6:30 PMModerator
Saturday, April 14, 2012 7:42 AM
Interesting concept/idea Nikita.
Matching the attributes/values from a CRM ticket to Service Manager ticket could be a challenge I guess.
In CRM a case type is just a attribute (picklist) of the incident entity in the Service Module. But in SM every type is a class with it's own properties
Saturday, April 14, 2012 2:47 PM
Thank you for your suggestions. I was thinking custom workflows on ticket create/update from both side could syncronize based on mutual GUID through a property. But was hoping for some accelerators to help me out with this task.
Saturday, April 14, 2012 2:49 PM
I was thinking that a ticket can originate in CRM and with a specific type be then have a twin in SCSM created.
Details to sync could be very basic maybe just ticket status and notes, other fields can be carried over as just text - Client, Client Contact Name, Client Contact Information
Assigment of who is working on the ticket could be kept internal to SCSM and in CRM a generic account owns the ticket.
Thursday, May 24, 2012 8:15 AM
Would you please give us more explanation.
Sunday, July 08, 2012 10:30 AM
I'm currently in the process of integrating CRM with Service Manager. I'm actually using Anton his approach, using Orchestrator 2012 runbooks.
Basicly I am creating a runbook that queries the database of CRM (via the filtered views) and with that data I am creating objects in Service Manager (via the Service Manager integration pack)
Sunday, November 18, 2012 8:47 PM
We are starting the same integration. Would you be interested in sharing what you are doing? Or possibly working together on this?
Monday, November 19, 2012 11:39 AM
Tuesday, January 15, 2013 6:33 AM
Hello Dennis, we are in the process of doing the same. Did you end up creating a blogpost documenting your experience?
Khalid F. Al Khalili